> For the complete documentation index, see [llms.txt](https://prohelp.assetpanda.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://prohelp.assetpanda.com/integrations-store/ticket-management/freshservice-integration.md).

# Freshservice Integration

You can integrate Freshservice with Asset Panda Pro to enable your teams to sync asset data between both platforms. This connection streamlines IT service management by ensuring asset records in Asset Panda Pro are reflected in Freshservice, improving visibility and reducing manual data entry across systems.

## Prerequisites

* Active Asset Panda Pro subscription with Administrator access
* Administrator permissions in Freshservice to access the API key and domain settings
* Freshservice domain and API key,  to establish a secure connection between the two systems

***

## Freshservice tasks <a href="#freshservice-tasks" id="freshservice-tasks"></a>

### Copy your Freshservice API Key <a href="#sign-in-to-fs" id="sign-in-to-fs"></a>

1. Go to [Freshservice](https://freshservice.com/) and log in with your credentials.
2. In the upper-right corner, click your profile icon and select **Profile Settings**. The Profile Settings page is displayed.
3. Locate your **API Key** and click the **Copy** icon to copy the API key. This API key acts as your personal authentication token.
4. Paste the API key into a secure location. You’ll need it later when connecting Freshservice to Asset Panda Pro.

### Find your Freshservice Domain <a href="#domain" id="domain"></a>

Your Freshservice domain is the URL you use to access your account. The URL typically follows the format: `https://yourcompany.freshservice.com`

Copy this domain exactly as it is displayed in your browser's address bar.

***

## Asset Panda tasks  <a href="#ap-tasks" id="ap-tasks"></a>

### Set up the Freshservice integration <a href="#setup-auth" id="setup-auth"></a>

1. Log into Asset Panda Pro with an administrator account
2. Navigate to <img src="/files/dLHka5YWbUR3zisHLua6" alt="Settings icon" data-size="line"> **Settings** > **Account Management**.
3. Expand the appropriate account and module.
4. Click **Manage** in the **Integrations** card.
5. Select **Integrations Store**.
6. In the **Freshservice** tile, click **Add**. The **Integrations in this module** tab is displayed.
7. In the **Freshservice** tile, click **Configure**.
8. In the **URL** field, enter the full Freshservice URL (for example, `https://yourcompany.freshservice.com`).
9. In the **API Key** field, paste the Freshservice API key you copied earlier.
10. Click **Test and save connection** to verify the credentials. If the connection is valid, a success message is displayed and a green check is displayed above the **Authentication** tab.
11. Once verified, click **Continue with mapping**. The **Mapping List** page is displayed.
12. Create mappings to define how data flows between Freshservice and Asset Panda Pro:
    1. Click **Add mapping option**.
    2. For **Mapping Name**, enter a descriptive name for the mapping. For example: `Freshservice → AP Assets`
    3. For **External Entity**, select the Freshservice data type you want to sync. See [External entities](#create-mapping). These entities represent specific record types stored in your Freshservice account.
    4. Select the target Asset Panda Pro **Collection** where the synced records will be displayed. For example, select Assets to push incoming data into your asset inventory.
    5. Select the **Unique Identifier** fields to be mapped between Freshservice and Asset Panda Pro. See [Unique identifiers](#mapping-table).
    6. For **Sync Direction**, select **Push to Asset Panda**. This labels Freshservice as the data source, and pushes updates into Asset Panda Pro.
    7. To map additional fields, click **Add more** and then select the field mappings. See [Field mapping and identifier reference](#field-mapping-table).
    8. If needed, click <i class="fa-filter">:filter:</i> next to **External Entity** to define filtering conditions. You can limit the records that are synced (for example, only syncing assets from a specific workspace, or tickets tagged with a certain priority) to avoid syncing unnecessary data.
13. Click **Save**.

#### External entities <a href="#create-mapping" id="create-mapping"></a>

<table><thead><tr><th width="360.109375">Entity</th><th>Description</th></tr></thead><tbody><tr><td><strong>AWS / Azure / GCP (Disk, Image, LB, Security Group)</strong></td><td>Cloud-based infrastructure assets (disks, images, load balancers, security settings)</td></tr><tr><td><strong>Backup Service / Hosting Service / Cloud / Email Service</strong></td><td>Services tracked in Freshservice related to IT support or infrastructure</td></tr><tr><td><strong>Business Service / IT Service / Sales Service / Support Service</strong></td><td>Internal or customer-facing service offerings aligned with departments or teams</td></tr><tr><td><strong>Services</strong></td><td>Generic service records from the Freshservice CMDB</td></tr><tr><td><strong>Datacenter / Datastore / Volume / Load Balancer</strong></td><td>Infrastructure resources—either physical or virtual—used for operations</td></tr><tr><td><strong>Ticket</strong></td><td>Freshservice issue, incident, or service request submitted by users</td></tr><tr><td><strong>VMware VCenter (Datacenter, Datastore, Disk, Image)</strong></td><td>VMware-specific components pulled in via CMDB or integrations</td></tr></tbody></table>

#### **Unique identifiers** <a href="#mapping-table" id="mapping-table"></a>

A unique identifier is a field used to match records between Freshservice and Asset Panda Pro. It ensures that records are updated rather than duplicated during each sync.

At least one field must be marked as unique in both platforms. Asset Panda Pro will use this field to determine whether to update an existing record or create a new one. For best results, use **Asset Tag** as the unique identifier in both systems. This field is typically standardized, required, and unique across your asset records.

***

#### Field mapping and identifier reference <a href="#field-mapping-table" id="field-mapping-table"></a>

Use the field mapping section to match fields from Freshservice to fields in Asset Panda Pro.&#x20;

{% hint style="info" %}
Fields must be of compatible data types to sync successfully.
{% endhint %}

| Field Name      | Description                                          | Mapping Guidance                                  |
| --------------- | ---------------------------------------------------- | ------------------------------------------------- |
| Asset Tag       | Unique identifier for the asset                      | Recommended for unique ID if used consistently    |
| Display Name    | The name assigned to the asset                       | Map for display or identification purposes        |
| Asset Type      | Category or classification of the asset              | Map to differentiate asset groups                 |
| Model           | Manufacturer-defined model of the asset              | Map to track model-specific inventory             |
| Manufacturer    | Vendor or OEM of the asset                           | Map for vendor-based reporting                    |
| Serial Number   | Manufacturer-assigned serial number                  | Recommended for device-level uniqueness           |
| Status          | Lifecycle status (In Use, Retired, etc.)             | Map for asset availability or compliance tracking |
| Assigned To     | User currently assigned to the asset                 | Map for ownership reference                       |
| Department      | Owning or using the department                       | Map for department-based filtering or reporting   |
| Location        | Asset’s physical or organizational location          | Map for inventory audits                          |
| Purchase Date   | Date of asset acquisition                            | Map for lifecycle and depreciation tracking       |
| Warranty Expiry | Warranty end date                                    | Map for warranty renewal or expiration tracking   |
| Created At      | Date the asset record was created                    | Map for auditing or reporting                     |
| Updated At      | Date of last update to the asset record              | Map for last activity tracking                    |
| Custom Fields   | Organization-specific fields defined in Freshservice | Map where custom business logic is required       |


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